ShepHyken

DECEMBER 4, 2020

Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Similarly, when we talk about the danger of creating the wrong overall experience, we are talking about experiences that are not connected. What is a Customer Experience Roadmap?

Roadmap 114

Roadmap Customer Experience Airlines How To 114

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. The verdict: Company 1 delivered support along 5 touchpoints. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. Actionable Steps: Identify successful email touchpoints that drive engagement and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments.

Retail 195

Retail Return on Investment ROI Analysis 195

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. The verdict: Company 1 delivered support along five touchpoints.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey."

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

JULY 8, 2024

This allows for comprehensive reports to stakeholders, influencing strategic decisions such as the company’s roadmap. Lower Engagement With less frequent touchpoints, you might have lower engagement with your customers. Now, it’s time to explore touchpoint-based NPS campaigns, which offer a more transactional approach.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

rethinkCX

FEBRUARY 23, 2025

Thats the promise of customer experience (CX) in 2025a year poised to redefine how businesses connect with their audiences. From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. chatbots, recommendation engines) to customize touchpoints in real time.

Trends 52

Trends Customer Experience Omni-Channel How To 52

rethinkCX

JANUARY 27, 2025

What began as a temporary job quickly turned into a career path as he discovered his love for connecting with people, solving problems, and networking. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. And this journey starts before they’re even a customer.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business.

Feedback 195

Feedback How To Social Media B2C 195

Customer Bliss

JANUARY 29, 2015

You have identified the key touchpoints most important to customers and to customer growth. You have connected the dots for the organization on how each part of your operation’s communication impacts the experience. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

GetFeedback

JULY 19, 2019

If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making. They’re giving you a roadmap to fix whatever it is that ails your business. Connect with him: convinceandconvert.com | @convince .

Data 262

Data How To Social Media Effort Score 262

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

APRIL 1, 2025

If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Mapping the Customer Journey to Identify Touchpoints Ever hear the phrase “walk a mile in your customer’s shoes”? And importantly, tie these objectives to business outcomes.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. Others are experiments we’ve explored to capture targeted data.

B2B 152

B2B NPS Effort Score Survey 152

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. In other words, they are truly customer-centric.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Helps teams react fast to emerging issues in different CX touchpoints (e.g., The best reports dont just show data they help teams connect the dots between whats happening and why.

Report 90

Report How To Effort Score NPS 90

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. By connecting customer feedback with customer data, you’ll create a holistic view of your customer experience that will level up your final insights. . Let’s take an example.

How To 221

How To Customer Journeys Feedback Survey 221

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. This shift means they don’t just collect more feedback; they build a system that connects feedback directly to decision-making across teams. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. What Are Predictive Analytics?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

Ecrion

FEBRUARY 20, 2020

Roadblocks and touchpoints. Ask yourself why you’re creating a roadmap and what you hope to learn from it. List Touchpoints and Motivation. To get a clear picture of the entire customer journey, you need to include every touchpoint on your website. Key events in the buying process. Service Blueprint.

Customer Journeys 103

Customer Journeys How To Touchpoint Roadmap 103

Optimove

SEPTEMBER 25, 2023

In an era marked by constant connectivity and digital engagement, the average person interacts with their smartphone a staggering 2,617 times every day, according to research by Dscout. Evoking Emotions Through Mobile Recognizing the emotional role mobile devices play in customers’ lives opens a gateway to connection.

Marketing 97

Marketing Touchpoint Loyalty Social Media 97

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial. The reason?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors.

Management 98

Management ROI Touchpoint Comparison 98

Aveus

MARCH 15, 2021

The trust measurement survey provided an important quantitative baseline for SHH but lacked the detail and depth necessary to build a clear roadmap for enhancing the relationship with their agency partners. A Roadmap Forward. Although defining and measuring trust was a critical part of our work, it was not enough on its own.

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

DCX

FEBRUARY 2, 2025

Companies that anticipate needs, remove obstacles, and weave CX into every touchpoint—before the customer even realizes they need it. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. The best part is connecting with awesome, like-minded people—just like you!

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

DCX

OCTOBER 13, 2024

Doug Rushkoff’s powerful call to join Team Human reminds us that while tech is amazing, it’s still our human connections that drive CX. David Edelman added, “ The companies that will win are those that leverage AI to engage with customers meaningfully at every touchpoint.

Video 52

Video Customer Centricity Roadmap Course 52